Customer Service Portal
Give customers one secure place to get help and manage support.
We design Salesforce Experience Cloud service portals that bring support, Knowledge and customer processes together in one secure experience, with Agentforce and Salesforce AI available where they add value.
Projects from £8,000
Is a Customer Service Portal right for you?
Bring support into one secure customer experience.
A Customer Service Portal is useful when customers need more than public self-service and require secure access to support, cases or personalised information.
Customers need visibility of their support
Customers regularly contact your team for case updates, previous requests or information they could access themselves.
Support is spread across different channels
Customers move between email, phone, forms and other systems without one consistent place to manage their support relationship.
You want better authenticated self-service
You want customers to resolve straightforward issues themselves while giving them secure access to support when they need it.
What we can build
Support, information and customer processes in one place.
A Customer Service Portal can combine self-service content with secure case management and guided customer processes.
Support and case management
Let customers create cases, view status and history, add information and manage ongoing support requests.
Knowledge and guided help
Combine Salesforce Knowledge, search and guided processes so customers can resolve issues or reach the right support route.
Connected customer experience
Bring customer data, files, notifications, automation and integrations into the secure portal experience.
Core → Connected → Intelligent
Start with secure support — and take it further where it adds value.
Build the customer service experience you need, connect it to the processes behind your support operation and introduce intelligent assistance where useful.
Core
Build the service experience.
Create secure access to Knowledge, customer information and the essential support experience.
Connected
Connect it to service processes.
Add case management, files, notifications, guided processes, Salesforce data and integrations.
Intelligent
Add intelligent support.
Use Agentforce and Salesforce AI to answer grounded questions, guide customers, perform appropriate actions and hand off to people when needed.
Core, Connected and Intelligent are flexible capability levels, not fixed packages. We combine what makes sense for your users, processes and objectives.
What this could look like
Simple journeys that make customer support easier.
A Customer Service Portal gives customers a consistent place to find help, manage requests and complete support processes.
Find help before raising a case
A customer searches trusted Knowledge and follows guided support before deciding whether they need to contact the service team.
Create and track a support request
The customer submits a case, uploads relevant information and returns later to check progress without contacting the support team for an update.
Ask for help conversationally
Where useful, Agentforce can answer questions using trusted information, help the customer take appropriate actions and hand off to a service agent when necessary.
Why Oak Experience
Specialist delivery without the layers.
Clients work directly with the specialist responsible for shaping and delivering their Customer Service Portal — from understanding the requirement and designing the experience through to technical implementation and launch.
End-to-end expertise
Experience Cloud delivery from initial requirements through implementation and launch.
Specialist focus
Focused specifically on Salesforce digital experiences.
Direct delivery
Work directly with the specialist shaping and building your solution.
Pricing
Customer Service Portal projects start from £8,000.
The final investment depends on the customer journeys, security model, Salesforce processes, integrations and level of intelligence required.
Secure service foundation
Authentication, Knowledge and the core customer service experience.
Connected support
Case management, files, guided processes, notifications, Salesforce data and integrations where required.
Intelligent assistance
Agentforce and Salesforce AI can be added where they provide useful customer or operational value.
Projects from
£8,000
We scope each Customer Service Portal around your users, processes and objectives rather than forcing projects into fixed packages.
Salesforce licences, Agentforce consumption and other vendor charges are separate.
Related experiences
Not sure a Customer Service Portal is the right fit?
The right Experience Cloud solution depends on what your users need to do. Explore the other experiences Oak Experience can build.
Help Centre
For organisations that primarily want public self-service and trusted answers to common questions.
Customer Account Portal
For customers who need to manage their wider account relationship and complete account-related processes online.
Partner Portal
For partners who need secure access to information, collaboration and channel processes.
Planning a Salesforce Customer Service Portal?
Tell us what you’re looking to build or improve. We’ll discuss your requirements, the right approach and the likely scope and investment.